Virgin Active you must be joking

After Virgin Active offered us a family membership deal it's been nearly impossible for Virgin to get our details right, every-time I swipe my card at the gym my name comes up as something different. We are billed for different amount every month not to mention that we can't qualify for the deals because our account is always "not correct". I feel like someone is playing a practical joke with us, just for fun. We've spend so much time trying to sort it out over the phone and in person. Virgin what is going on?!